Customer Support/Ops Analyst I at Remitly

Iloilo City, Western Visayas, Philippines

Apply Now

Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, InsuranceIndustries

Requirements

Bachelor's degree holder in any field or completed at least 2 years of college (with no back subjects/incomplete units)
Background in the US Insurance industry preferred
Call center experience of at least 2 years (a MUST)
Experience in handling customer escalations (a plus)
Analytical and able to quickly learn process and product specifics as well as adapt to constantly changing processes and tasks
Self-motivated with a positive attitude
Ability to follow strict guidelines and standard operating procedures (a MUST)
Detail-oriented with a critical degree of accuracy regarding data entry and analysis, and ability to deal with confidential data
Ability to work quickly in a fast-paced environment; work well as a team member and independently
Excellent phone etiquette with outstanding customer service skills
Excellent oral and written communication skills, good interpersonal and organizational skills; ability to prioritize work and perform multiple tasks simultaneously while adhering to deadlines
Email correspondence experience and business writing skills (a plus)
Demonstrated knowledge and proficiency in Microsoft Office applications
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
No attendance issues
Willing to work on shifting schedules, Philippine Holidays, and/or render overtime when necessary
Amenable to work in REPH Iloilo site

Responsibilities

Serve as the first point of contact for consumers via telephone
Provide authentication during all consumer contacts to uphold security and privacy of PII and SPII
Provide disclosures to consumers
Assist consumers in filing disputes for all products
Review and analyze reports and instruct consumers on the best way to dispute a specific claim
Research dispute requests to ensure disputes are accurate and warranted
Perform training to consumers, educating them on reports, claim information, reason codes, etc
Identify inadvertent and/or unauthorized reports and provide the correct report to the consumer
Research multiple databases for consumer’s information
Work with Dispute and Resolution teams to resolve consumer disputes
Contact customers to respond to inquiries, notify them of claim investigation results, and any planned adjustments
Keep records of customer interactions and transactions, recording details of inquiries, complaints, comments, and actions taken in the approved CRM (RightNow, MBSi)
Utilize databases to enter disputes and PII, and ensure timely completion of disputes to meet or exceed the SLA set forth by FTC/FCRA, minimizing risk of litigation against LexisNexis
Perform other duties as assigned

Skills

Key technologies and capabilities for this role

Customer SupportTelephone SupportDispute ResolutionConsumer AuthenticationPII HandlingCRM (RightNow)Database ResearchAnalytical SkillsCall CenterCustomer EscalationSLA ComplianceFCRA

Questions & Answers

Common questions about this position

What is the work location for this position?

The role requires working at the REPH Iloilo site.

What are the required qualifications and experience for this role?

Candidates need a Bachelor's degree or at least 2 years of college without incomplete units, at least 2 years of call center experience (handling escalations is a plus), US Insurance industry background preferred, and proficiency in Microsoft Office.

What key skills are essential for success in this position?

Essential skills include analytical abilities to quickly learn processes, excellent phone etiquette and customer service, strong oral/written communication, detail orientation for data entry/analysis, ability to work quickly in a fast-paced environment, and proficiency with enterprise AI tools.

What is the salary or compensation for this role?

This information is not specified in the job description.

What makes a strong candidate for this Customer Support/Ops Analyst position?

Strong candidates have 2+ years of call center experience, a positive self-motivated attitude, ability to follow strict SOPs, excellent multitasking under deadlines in a fast-paced team or independent setting, and no attendance issues with flexibility for shifting schedules and overtime.

Remitly

International money transfer for immigrants

About Remitly

Remitly focuses on international money transfers, helping immigrants send money to their families quickly and securely at lower costs than traditional banks. The company charges transaction fees and earns from the exchange rate margin, offering various transfer options like bank deposits and cash pickups. Remitly enhances user experience through its website and mobile app, allowing real-time tracking of transfers, and engages with immigrant communities by providing helpful resources and educational support. Its goal is to meet the unique needs of immigrants while ensuring fast, affordable, and reliable money transfer services.

Seattle, WashingtonHeadquarters

2011Year Founded

$423.9MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Continuing Education or Travel Stipend

Office Culture

Flexible PTO, Schedules and Leaves

DEI Learning Opportunities

Community Engagement

Inclusive Benefits

Risks

Swift's integration into banks' channels poses a competitive threat to Remitly.

AI agents' rise may challenge Remitly's operational model in efficiency and cost-effectiveness.

Schall Law Firm's investigation could impact investor confidence and Remitly's reputation.

Differentiation

Remitly focuses on immigrants, offering competitive rates and fast, secure transactions.

The company leverages technology for a seamless user experience via its app and website.

Remitly engages with immigrant communities through content and educational initiatives.

Upsides

Increased digital wallet adoption in key markets expands Remitly's reach to unbanked individuals.

AI agents in operations could reduce costs and improve Remitly's efficiency.

Visa collaboration enhances Remitly's cross-border fund flow services, boosting customer satisfaction.

Land your dream remote job 3x faster with AI

Try Jobo Free